Service Relationship Co-ordinator, Bogota

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Client:

BT

Location:

Bogota, Colombia

Job Category:

Telecommunication

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Job Reference:

94056

Job Views:

10

Posted:

31.07.2018

Expiry Date:

14.09.2018

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Job Description:

**Service Relationship Co-ordinator**
**SVR**
Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.
**Why this role matters**
**Purpose Of Role:**
+ The role holder is responsible for service development/service improvement activities within a defined customer base, either nationally or on a multi-country basis.
+ Activities focus on improving resilience and customer service and may include revenue collection, cost, customer account revenue and customer satisfaction objectives.
+ The role holder capitalises on all opportunities to improve the overall customer experience and to own the overall service relationship on behalf of BT at mid to senior level within the customer business area.
+ This offering is aimed at the smaller to medium sized, or applicable tiered customer with each Service Relationship Co-ordinator having around 10 designated customers under their designated control.
+ The Service Relationship Co-ordinator is normally a desk based offering and will have a telephone based interface with the customer.
**What you'll be doing**
**Key Responsibilities** :
+ The Service Relationship Co-ordinator will provide a single point of contact for the customer during in-life management of their network, and together with the customer, will ensure the network continues to meet any changing requirements.
+ Customers will have access to the full range of facilities offered by BT's Service Centres, e.g. 24/7/365 fault reception, but will additionally have a Service Relationship Co-ordinator who, during normal working hours, can be contacted to assist with queries.
+ Will have access to all of BT's resources and can leverage these relationships on behalf of the customer to ensure that the most efficient responses are made to queries at all times.
+ Will provide regular feedback to the customer during the duration of the incident and provide a detailed post incident report.
+ Will telephone the customer periodically to check that the customer has no outstanding issues with the service BT is providing.
+ Will hold a periodic conference call with the customer usually quarterly (but can be specified monthly) if required to review overall service performance including an analysis of any faults, performance against SLA / SLG, Network / CPE performance and the status of any new orders that the customer has placed.
+ Note that visits to customer sites are not normally within scope of this package (unless this added cost option is chosen).
+ The sales team are responsible for the majority of relationship building and growing business.
+ Will have a relationship with customers to develop improvements in customer satisfaction for the long term to deliver business needs.
**We'll also need to see these on your CV**
**Qualifications** **:**
+ Reasonable knowledge of products, customers IT systems and applications, which could be domestically and globally.
+ Must be able to manage many customers during any given day and multi-task as well.
+ Good relationship, problem solving and communication skills.
+ May also require a billing and/or financial and Credit Management background, including people management skills.
+ CISCO
+ Microsoft.
**Why choose us?**
We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.
**Job:** _Service Client Relationship/ Account Management_
**Title:** _Service Relationship Co-ordinator_
**Location:** _Colombia-Bogota-Bogota_
**Requisition ID:** _94056_